Customer Experience Manager of Digital Support

The Contingent • Portland, OR

15h • $60,000 - $65,000 • Hybrid

About The Position

The Customer Experience (CX) team serves as The Contingent's hub for community engagement, connection, and support. Through our digital communication, Help Desk, and Care Center functions, we create responsive, seamless experiences that connect community members with the information, resources, and opportunities they need. The Customer Experience Support Manager is a strategic and people-focused leader responsible for overseeing digital engagement, Help Desk operations, and customer support experiences across the organization. This role leads efforts to improve customer journeys, strengthen service delivery, streamline processes and tools, and build scalable systems that support organizational growth. Working closely with internal teams and external partners, this leader champions the voice of the customer, uses data and insights to drive continuous improvement, and develops high-performing teams that deliver exceptional service. The ideal candidate combines strategic thinking with operational excellence and is passionate about helping more children, youth, and families experience connection, support, and belonging through The Contingent's programs.

Requirements

• Bachelor's degree in business, sales, customer service or equivalent work experience
• 3-4 years driving outcomes for customers, preferred
• 1-2 years of supervisory experience required
• Experience in successfully working with a diverse group of constituents utilizing multi-cultural intelligence, using intentional listening, appreciation, and respect.
• Utilize multi-cultural intelligence, intentional listening, and appreciation and respect to engage with a diverse group of constituents.
• The ability to work independently and cooperatively in a diverse, perpetually changing environment, while maintaining a calm and positive spirit.
• Effective communicator with strong written, verbal, and public speaking skills that is experienced in engaging with diverse audiences.
• Excellent organizational skills including attention to detail and multitasking skills.
• The capability of handling ambiguity and driving the work autonomously.
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Outlook), experience with SharePoint, Asana, and Microsoft Teams is preferred.
• Experience working with Microsoft Dynamics 365, or another CRM (Customer Relations Management) platform.
• Experience supporting teams of entry-level professionals and coaching rising leaders in their development.
• Commitment to the mission of The Contingent, including Every Child, and The Script.
• Relates well and works effectively with diverse groups of people who represent the range of ethnic, cultural, and socio-economic backgrounds.
• Ability to articulate a position on the importance of the faith community engaging vulnerable children, youth, and families.
• Deep commitment to serving vulnerable kids, youth, and families and those in government who work with them.
• Deep commitment to increasing the diversity of leadership in the communities we serve.
• Continual growth mindset to develop and improve existing processes to enhance program efficiencies.
• Demonstrates a passion for operational, technical, and customer experience excellence.
• Flexible and receptive to constructive feedback.
• Self-motivated leader that takes initiative.
• Adaptable to changing situations and processes.
• Possess cultural and emotional intelligence and an ability to work with a diverse group of leaders.
• Demonstrates a passion for operational, technical, and customer experience excellence.
• Legally eligible to work in the United States.

Nice To Haves

• experience with SharePoint, Asana, and Microsoft Teams is preferred

Responsibilities

• Lead Help Desk operations, ensuring partners, and internal stakeholders receive timely, compassionate, and solutions-oriented support.
• Monitor and manage inquiry workflows across email, SMS, chat, and ticketing platforms, ensuring established service level agreements (SLAs) are met.
• Serve as an escalation point for complex inquiries, providing high-touch support and partnering across teams to resolve challenges with care and excellence.
• Facilitate collaboration between Customer Experience and Product & Innovation teams to ensure community needs are addressed and technical issues are resolved effectively.
• Identify recurring inquiry trends and recommend improvements that reduce barriers and create a more seamless experience for community members.
• Model and reinforce exceptional customer service practices, equipping team members to deliver consistent, accurate, and empathetic support.
• Oversee the effectiveness of customer engagement digital channels, including email, SMS, chat, and self-service resources.
• Continuously improve digital engagement experiences to ensure community members can easily access information, resources, and opportunities to engage with The Contingent's programs.
• Partner with internal stakeholders to identify opportunities for automation, self-service tools, and process enhancements that increase accessibility and responsiveness.
• Ensure digital content, templates, scripts, and knowledge resources accurately represent Every Child, The Script, and other Contingent programs.
• Monitor customer interactions and emerging needs to inform updates to knowledge base articles, resources, and support materials.
• Build and lead a high-performing Customer Experience team that embodies The Contingent's values and commitment to community impact.
• Create an environment where team members are empowered to lead, solve problems, and advocate for community members and partners.
• Partner with the CX Sr. Director to establish team goals, priorities, and strategic initiatives that support organizational growth and community engagement.
• Foster a culture of collaboration, innovation, continuous learning, and accountability across the Customer Experience team.
• Support organizational growth and replication efforts by developing scalable customer experience processes, systems, and best practices.
• Coach, mentor, and develop Customer Experience associates and specialists who contribute to the digital team, helping them grow as leaders who effectively support community members.
• Conduct regular observations, quality reviews, and one-on-one coaching conversations that promote growth, confidence, and accountability.
• Support onboarding, professional development, and ongoing learning opportunities that strengthen team capabilities and customer service excellence.
• Implement and maintain replicable training materials, learning pathways, and standard operating procedures that support team consistency and scalability.
• Recognize strengths, identify development opportunities, and create individualized growth plans for team members.
• Analyze customer experience data, inquiry trends, support metrics, and community feedback to identify opportunities for improvement and growth across digital channels.
• Translate insights into actionable recommendations that strengthen customer satisfaction, operational effectiveness, and community engagement outcomes.
• Monitor Help Desk performance, ticket volumes, response times, and service quality indicators to ensure organizational goals are achieved.
• Develop reporting and dashboards that provide visibility into customer experience trends, team performance, and emerging community needs.
• Identify root causes of operational challenges and partner with stakeholders to implement sustainable process improvements.
• Evaluate the effectiveness of customer experience initiatives and recommend enhancements that improve seamless community member outcomes and team efficiency across channels.
• Champion a customer-centric approach that places community members and partners at the center of decision-making and service delivery.
• Guide the development of intentional digital customer journeys that create meaningful experiences and foster deeper engagement with The Contingent's mission and programs.
• Anticipate community member needs and proactively identify resources, opportunities, and connections that support their success.
• Build and communicate narratives around community engagement trends, helping internal teams better understand participant experiences and opportunities for impact.
• Together with other CX leadership, lead continuous improvement efforts that remove friction, improve digital accessibility, and strengthen the overall experience for community members across all touchpoints.

Benefits

• Comprehensive benefits including premium medical, vision, and dental insurance (covered 100% for employee and 80% for spouse and/or dependents).
• Paid Parental Leave - 12 weeks after 1 year employment.
• 401K with 5% (2026) 6% (2027) (annual salary) match.
• 19 Paid Federal holidays
• Paid Vacation Days and 5 sick days

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level